ProService has changed significantly since I first started. It used to be a culture centered around helping employees reach their full potential while maintaining the essence of “best local service.” At its peak—right up until COVID—the company felt aligned and purpose-driven.
Around that time, there was a transition to a new unified platform, which initially seemed like a positive and necessary step, especially since we had previously been operating across three different systems. However, the migration process was lengthy and challenging, and many clients struggled with the transition—especially given the added difficulties businesses were already facing during COVID.
Instead of simplifying operations, the transition period actually led to more complexity. At one point, we were working across four different platforms, which created inconsistencies in processes and made it difficult for teams to stay aligned. These constant changes were also challenging for internal employees to adapt to. Eventually, the company decided to move back toward a single platform that had already been in use for years, which added to the sense of instability.
Another noticeable shift has been in the company’s work culture. There has been less focus on internal employee initiatives and support, and more emphasis placed on client delivery and performance metrics. While client service is critical, this shift has felt more transactional, with increased pressure to meet KPIs rather than build meaningful relationships. This change has contributed to employee burnout and, in many cases, turnover.
The company often uses the phrase “we are building the plane as it’s taking off,” which reflects a fast-moving, evolving environment. However, it can also feel like decisions are made without being fully thought through, which ultimately impacts frontline employees the most.
Additionally, there has been a noticeable amount of executive turnover. It often feels like new leadership is introduced every few months, each bringing new ideas and direction, only to leave shortly after. This cycle makes it difficult to maintain continuity, as incoming leaders are frequently left to pick up where others left off.
There is also a growing disconnect between leadership and the day-to-day realities of the work. In particular, bringing in executives from outside of Hawaii who may not fully understand the local market, culture, and the importance of relationships built on aloha and trust has had an impact. This has not only affected internal morale but has also been reflected in client experiences, which at times can feel less personalized and more like a call-center approach.
Overall, while ProService has made efforts to evolve and improve, the pace and volume of change—combined with leadership turnover and cultural shifts—have made it challenging to maintain the strong, people-first culture the company once had.
